Customer care
Frequently asked questions
Everything you need to know before setting off with Fur & Far.
Where does Fur & Far ship?
Fur & Far is built for Australian customers. Availability, processing and delivery estimates can vary by product and destination. Review the product page and checkout before ordering.
Will my order arrive in one parcel?
Not always. Products can be fulfilled from different locations, so one order may arrive in separate parcels with multiple tracking numbers.
How do I track my order?
Use your Shopify customer account or the Track My Order page. Tracking is sent when available after dispatch.
Can I change my delivery address?
Contact us immediately. We will try to help, but an address cannot always be changed after fulfilment has started.
How do I choose the correct size?
Measure your pet and compare those measurements with the product-specific dimensions. Do not rely on breed alone. See our Size & Fit Guide for help.
Are carriers accepted by every airline?
No. Airline rules vary and change. Confirm the exact carrier, route and pet requirements directly with your airline before purchase and travel.
What is your returns policy?
Eligible unused change-of-mind items may be returned when requested within 30 days of delivery. Faulty-product rights under Australian Consumer Law are not limited by our store policy. Review the full Returns & Exchanges page.
What if an item arrives damaged or incorrect?
Contact us promptly with your order number, description and clear photographs. Keep the item and packaging while we review the issue.
How does the Pet Passport work?
The current theme saves pet profile information in the browser on the device where it is created. It can record birthdays, likes, travel style and notes. Standard iPhone HEIC or HEIF photos, JPG, PNG and WebP images up to 25 MB are automatically resized for the Passport.
Can I share my pet’s travel story?
Yes. Use the form on the Pet Passport page. Stories are reviewed and require permission before they are published.
How do I care for travel gear?
Follow the manufacturer’s label and inspect safety components before each use. Clean and dry products before storage. See the Product Care Guide.
How can I contact Fur & Far?
Use the Contact Us page and include your order number where relevant. This helps the customer-care team respond efficiently.